Service Delivery Manager

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

We are seeking an experienced and customer-focused Senior Service Delivery Manager to join our UK Service Delivery Management team. This is a key customer-facing role responsible for managing the delivery of complex voice and UC managed services to enterprise customers.

The successful candidate will bring a minimum of 10 years' Service Delivery Management experience, with a deep understanding of voice and Unified Communications environments, managed service operations, service governance, and customer relationship management. You will act as the primary service advocate for assigned customers, ensuring exceptional service performance, continuous improvement, and long-term customer satisfaction.

Responsibilities:

• Serve as the senior point of contact for customers regarding service delivery, operational performance, and service improvement initiatives.

• Manage the end-to-end delivery of Unified Communications and voice managed services, ensuring contractual commitments and service level agreements are consistently achieved.

• Lead regular service reviews, governance meetings, and executive business reviews with customer stakeholders.

• Analyse service performance data, identify trends, and implement proactive improvement plans.

• Coordinate cross-functional teams including Operations, Engineering, Project Management, Finance, and third-party suppliers.

• Drive major incident management activities and provide executive-level communications during service-impacting events.

• Manage customer escalations through to successful resolution while maintaining strong stakeholder confidence.

• Develop and maintain service improvement plans, risk registers, and customer success strategies.

• Ensure accurate reporting of KPIs, SLAs, customer satisfaction metrics, and service performance indicators.

• Support contract renewals, service expansion opportunities, and account growth initiatives in partnership with Sales and Customer Success teams.

• Contribute to operational excellence initiatives, service transformation programmes, and best practice development.

• Partner with the Account Director to manage the financial performance of assigned customer accounts, including reviewing contract profitability, monitoring service delivery costs, identifying margin improvement opportunities, and supporting revenue growth initiatives while maintaining high levels of customer satisfaction.

Requirements:

• Minimum 10 years' experience in a Service Delivery Manager role.

• Significant experience delivering managed services within voice and Unified Communications environments.

• Strong understanding of enterprise telephony technologies, including SIP, VoIP, contact centre solutions, and UC platforms.

• Proven experience managing large enterprise customers and complex service contracts.

• Demonstrated success in customer relationship management at both operational and executive levels.

• Experience leading service governance and presenting to senior stakeholders.

• Strong commercial awareness with an understanding of managed service contracts and service credits.

• Experience managing service escalations, major incidents, and continual service improvement programmes.

• Excellent analytical, organisational, and communication skills.

• Experience working closely with Account Directors, Sales teams, and Finance departments to support the commercial management of managed service contracts, including profitability reviews, budgeting, forecasting, and margin improvement activities.

Qualifications:

• IL4 Foundation, Practitioner, or higher certification.

• Experience with platforms such as Mitel, Microsoft Teams Voice, Cisco, Avaya, Zoom Phone, or other enterprise UC solutions.

• Knowledge of contact centre technologies and cloud-based communications services.

• SC clearance would be advantageous.

Personal Attributes:

• Customer-centric with a strong sense of ownership and accountability.

• Confident communicator capable of engaging at all levels of an organisation.

• Calm and effective under pressure, particularly during critical incidents.

• Strong collaborator with the ability to influence cross-functional teams.

• Proactive, commercially aware, and focused on delivering measurable customer outcomes.

What success looks like:

• High customer satisfaction and retention levels.

• Consistent achievement of contractual service targets.

• Delivery of service excellence while supporting agreed margin and financial performance targets.

• Effective management of customer relationships and service governance.

• Delivery of meaningful service improvements and operational efficiencies that contribute to improved commercial outcomes for both the customer and the business.

• Trusted advisor status with key customer stakeholders.

• Strong collaboration with the Account Director to achieve customer retention, revenue growth, and contract profitability objectives.

If you are an experienced Service Delivery professional with a passion for Unified Communications, managed services, and customer success, we would welcome your application.

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.